Hello!  We're in the process of trying to replace our existing ticketing system with Zoho Desk.  One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets.  We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email.  In previous tools we've tested, you could put something like #CLOSED# at the bottom of your email and it would close the ticket out.  Looking at the custom functions, it appears that maybe we can write a function to do something like this?  Has anyone written a custom function like this or similar that I may modify / copy to perform this task?  If not, is there a resource out there that goes more in-depth into writing custom functions?  I'm not afraid to get my hands dirty and really would like to make this work for us.

Thanks!